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How to develop a customer satisfaction scale with optimal construct validity

Terpstra, Maarten; Kuijlen, Ton; Sijtsma, Klaas - In: Quality & Quantity: International Journal of Methodology 48 (2014) 5, pp. 2719-2737

In this article, we investigate how to construct a customer satisfaction (CS) scale which yields optimally valid measurements of the construct of interest. For this purpose we compare three alternative methodologies for scale development and construct validation. Furthermore, we discuss a...

Persistent link: https://www.econbiz.de/10010993110

Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran

Molaee, Maysam; Ansari, Reza; Teimuori, Hadi - In: International Journal of Academic Research in … 3 (2013) 3, pp. 1-9

dimensions on customer satisfaction and loyalty. Therefore, in line with how service quality dimensions in a bank forms customer … satisfaction and loyalty, it has been tried to identify the constructs of each dimension to the directors and heads of Bank Mellat … this study indicate that the dimension of responsiveness has the greatest impact on customer satisfaction and loyalty …

Persistent link: https://www.econbiz.de/10010850222

Studying the Effect of Food Quality Dimensions (Physical Environment, Food and Services) on Mental Image of the Restaurant and Customers' Satisfaction and Intentions based on Kisan...

Haery, Fariddedin Allameh; Badiezadeh, Mozhdeh - In: International Journal of Academic Research in Business … 4 (2014) 7, pp. 415-424

The present paper explores the effect of food quality dimensions (physical environment, food, and services) on mental image of the restaurant and customers' satisfaction and intentions based on Kisang's model (2012). In order to test the hypotheses, Kisang's questionnaire was used whose validity...

Persistent link: https://www.econbiz.de/10010850269

The study of the effects of customer loyalty strategies on sale improvement of Company (Case study: Kayla’s Company)

Aghadavoud, Rasoul; Askari, Zahra - In: International Journal of Academic Research in Business … 4 (2014) 1, pp. 141-158

of Kayla company products, is examining key role of strategies of creating loyalty in customers on value of system … quality, process quality with factor loading of 0.86 is in first preference and in the discussion of customer loyalty, value …

Persistent link: https://www.econbiz.de/10010850279

Transformational Teams and their Impact on Customer Satisfaction at One Firm

Crader, Timothy; Brown, Stephen - John F. Welch College of Business, Sacred Heart University - 2011

This study examined the relationships between core selling teams (CSTs) and customer satisfaction within the mission critical power design industry. The literature indicates that CSTs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to...

Persistent link: https://www.econbiz.de/10010850731

An Empirical Study of Supportive Communication Impacting Customer Satisfaction in Multinational Companys’ Service Industry of Bangladesh

TALUKDER, A.K.M. Mominul Haque - In: Ege Academic Review 12 (2012) 4, pp. 435-448

In the accepted age of the “knowledge or information worker,” information exchange and communication clarity are essential in the coordination of effort and control of organizational processes. Indeed, some researchers have reported that the bedrock of the effective implementation of any...

Persistent link: https://www.econbiz.de/10010859315

Towards e-Government: End-User Satisfaction with IT Implementation at Royal Malaysian Customs

Bakar, Abbul Hamid Abu; Choy, Chong Siong; Lin, Binshan; … - In: International Journal of Information Technology & … 13 (2014) 03, pp. 451-471

This paper examines the extent of end-user satisfaction on the service delivery process by the Royal Malaysian Customs (RMC) as the agency moves toward implementing electronic government (e-government) initiatives. The RMC has in fact been identified as one of the prominent and...

Persistent link: https://www.econbiz.de/10010883120

Customer-perceived internet banking service quality: a study in national capital region of India

Singh, Shamsher - In: International Journal of Financial Services Management 7 (2014) 2, pp. 113-138

With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It...

Persistent link: https://www.econbiz.de/10010884842

A complete methodology for the quality control of passenger services in the public transport business

Yannis, Tyrinopoulos; Georgia, Aifadopoulou - In: European Transport \ Trasporti Europei (2008) 38, pp. 1-16

The quality of the services provided to the passengers is synonymous with a wide range of characteristics of the transportation system, such as safety, on-time performance, accessibility, efficiency, and many others. Today, more and more public transport operators and associated bodies (e.g....

Persistent link: https://www.econbiz.de/10010902394

Quality Service Evaluation through the System of Complaints and Praise

Vukelja, Elizabeta Krstic; Runje, Biserka - In: Interdisciplinary Description of Complex Systems - … 12 (2014) 1, pp. 78-91

Complaint, as the expression of customer dissatisfaction with the quality of products or services, is very valuable information. Well-built system for collecting, processing and analysis of complaints allows organizations to create the information base for making decisions based on facts. This...

Persistent link: https://www.econbiz.de/10010904417